Participants will
learn how to strategically align their organizations to build
profitable customer relationship. This course provides you with the
knowledge and tools you need to create long-term strategies that
meet business growth and customer lifetime value and CRM
implementation objectives.

Learn how to interpret data gathered at the Customer Service Center
and leverage on the findings. Our Certified Customer Service Analyst
class will guide you through the jungle of metrics to enable you to
take pro-active action, enabling Customer Service Managers &
Professional to deliver the best possible service to your customers.

How to do more with saying less? How to manage customer expectation?
How to impress the customer with proactive service? How to say "NO"?
The Certified Customer Service Professional course will equip the
participants with effective customer handling techniques and Best
Practices. This course facilitates participants’ systematic
measurement of required skills and mindset so that proper
development plans can be established accordingly.

Participants will learn the basic and advanced topics in Contact
Center Management that enable the participants to increase their
awareness and knowledge of the latest development of Contact Center
in terms of technology as well as management concept. Also, they
will learn how to develop appropriate plans to integrate the Contact
Center within the organization and bring new insights, set visions
and lead Contact Center teams. Whether implementing a new Contact
Center or rejuvenating an existing one, participants will be
prepared for the challenges.

Participants will learn the basic and advanced topics in
Service
Center Management that enable the participants to increase their
awareness and knowledge of the latest development of Service Center
in terms of technology as well as management concept. Also, they
will learn how to develop appropriate plans to integrate the Service
Center within the organization and bring new insights, set visions
and lead Service Center teams. Whether implementing a new Service
Center or rejuvenating an existing one, participants will be
prepared for the challenges.

Participants will learn advanced analytical techniques used in the
Contact Center, data interpretation and how to take action based on
this analysis. Participants will also equip themselves with a
comprehensive understanding of auditing techniques used in Contact
Center and to ensure Quality Standards are implemented and followed.
In addition, participants will have a greater understanding of the
need to perform periodic audits and how to measure success.

Participants will learn the basic and advanced topics in Contact
Center Management that enable them to increase their awareness and
knowledge of the latest development of Contact Center in terms of
technology as well as management concept. Also, participants will
have an effective learning of Contact Center including required
skills and mindset to provide the strategic value to customers and
the company and to build a successful team to achieve your Contact
Center business objectives.

Your professionals are at the frontline - these are the people who
represent you company's image. Join of Certified Contact Center
Professional class and equip them with the best practices for
handling customers. We will introduce to them the importance of
Standard Operating Procedures (SOP's) and Service Level Agreements (SLA's)
as well as the impact they can have on your company's revenue
channels. Maximize their skills to ensure 100% satisfaction is
accomplished at each and every contact.

The course will enable the participants to increase their awareness
and knowledge of the latest development of Contact Center
Telemarketing in terms of technology as well as management concept.
It also addresses the importance of managing the Contact Center Team
and exceeding customer expectations by elevating service level,
customer care and professionalism at the Contact Center.
Participants will have an effective learning of Contact Center
including required skills and mindset to provide the strategic value
to customers and the company and to build a successful team to
achieve your Contact Center telemarketing and sales objectives.

Many companies are already transforming their "cost center" to a
"pro-active profit center". Join our Effective
Communication class
and start using the best strategies to cross-sell and up-sell your
products and services. Learn how to turn complaints into sales and
increase your revenue opportunities.

Contact Center is a stressful environment, and suffers from high
staff turnover. Companies are constantly investing in training their
frontline professionals, only to find that they leave their job
after a short period of time. Our Complaint Handling and Stress
Management course is designed to help professional overcome
cumulative stress and to handle complaints in an effective manner
and reduce turnover at the Contact Center.

Want to increase their awareness and knowledge of the latest
development of Customer Service in terms of technology as well as
management concept? Certificate in Customer Service Management will
tell you how to develop appropriate plans to integrate the Customer
Service Center within the organization and bring new insights, set
visions and lead Customer Service teams. Whether implementing a new
Customer Service or rejuvenating an existing one, participants will
be prepared for the challenges.

It will cover the basic and advanced topics in customer service team
leadership that enable the participants to increase their awareness
and knowledge of supervisory skills and management concept. Students
will also learn how to coach the frontline staff and motivate them.
The problem solving skills and service quality efficiency can be
enhanced through the training.

This course will equip the participants with effective customer
handling techniques and Customer Service Best Practices.
Participants will learn proactive problem resolution, escalation
procedures, and the foundations of Customer Service skills through a
four-day complete program.